This article and video will walk you through the chargeback process. It is intended for Club Managed clients.
A chargeback is when a member disputes a charge on a payment made to the gym. The credit card company reimburses the charge on the members account temporarily and a case is created by the merchant processor to determine the validity of the members dispute.
1. Complete The Reconcile 'How To' Document First
a. How To Reconcile Your Trisource Account To ClubReady
https://www.clubready.com/wiki/WK29123214314
b. How To Reconcile Your Vimas Account To ClubReady
https://www.clubready.com/wiki/WK292091188
2. Lookup The Transaction
You will be notified of a chargeback from your credit card processing company either by email or by postal mail. The chargeback information will contain the last 4 digits of the client's account. In ClubReady, go to the Search Tool by clicking on the magnifying glass next to your profile picture at the top right corner. Use the tool as shown above to look up the last four of your clients CC. Now click on the client's name, which will take you to their All Detail page.
Under the Billing tab, click on 'Invoices / Payments / Refunds / Transaction Ledger' > then click on 'Payments' from the menu on the left.
3. Mark as a Chargeback
Find the matching payment record and click on Mark Payment as a Charge-back.
Match the Reason For Return with the reason listed on your chargeback notification, confirm any return fees, if you want to send a notification email, and enter in any notes. Then click on Mark Payment As A Charge Back. After you Mark the Payment as shown above, it will show as 'Under Review'.
4. Match The Chargeback
The chargeback is now Under Review. In order to confirm that this is an actual chargeback, you must "match" it. Go to Setup > Sales > Import Returns > Process Returns.
To find a chargeback you marked today, select Today from the Preset Date Ranges. Select Import Date as your search option, and click on Fetch Returns.
Find the chargeback from the list below. Use the drop down menu to change the status to Matched. This will mark the chargeback in the client's billing history.
5. Verify Chargeback In Client Billing History
Back in client billing history, when you Mark and Match the Charge-Back, the invoice will no longer show as paid, allowing you to collect payment on it again.
Late Fees and Return Fees are automatically added per your site settings found under Setup > Sales > General Settings > Late Pays.
NOTE: After a Charge-Back is marked, the client's EFT will be disabled, an automatic note will be added to the client's account, and payment preferences automatically removed.
The payment record under the Payments tab on the left is also reversed to no longer show as paid. The reason for the Charge-Back is shown, along with the charge-back date. There is also the option for Charge-Back Redeposit, use this option if you fight your dispute and win.
6. If The Chargeback Is Won
If you receive notice that the chargeback was won and you confirm that funds have been re-deposited into your account, then click 'Chargeback Redeposit' in the client's billing history > Payments tab to show the record and invoice as paid again, and show the funds as re-deposited. This again will put the chargeback as Under Review. Go back to Reports > Sales > Import Returns > Process Returns. Perform a search to find your chargeback and change the status to Represented: Credit.
Special Statement on Charge-Backs:
ClubReady has zero control over whether or not a Charge-bank happens. It's important to understand what a Charge-Back (or Bank Dispute) is, how to handle them, and what to do with them.
1. A Charge-Back is NOT a Refund.
A refund is when you (the Club or Merchant) issues a credit (or refund) back to the client.
A Charge-Back is when the Client, goes to their Bank (via website, phone call, or in person), and issues a complaint in order to force the bank to issue a credit on their behalf from you. (The Club or Merchant)
2. Refunds are done through ClubReady, the process is 100% recorded through the ClubReady system. Because it is requested from the Club/Merchant side.
Since a Charge-back is requested in reverse, by the Bank, it must be manually marked in ClubReady once notice is received.
3. Fighting a dispute, you'll need to send in signed proof to validate claim of the charge. All MSP's allow you to fight disputes, at the very least by mail and most allow an upload option online.
4. Last but not least, prevention is key...
- Always work to resolved issues with your clients first before it comes down to a dispute.
- Make sure your contract is solid, with valid signatures, especially when it come to clear verbiage to the customer that validates your right to collect their payment. (We advise you have a lawyer review your contract)
Should you have issues or questions on any of these steps in this document, please contact the Billing Team > Billing@clubready.com.
Requirements - A 'Master Admin' login or a staff login with the following permissions.
- Reporting: Can Access Payment Type Breakdown
- Member Management: Payments Related: Can mark payments as returned
- Member Management: Payments Related: Can log chargebacks as won
- Access to your Merchant Service Provider (MSP) website with the corresponding username/password.